Feature Request: Grouping Ticket Fields on Forms | The place for Zendesk users to come together and share
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Feature Request: Grouping Ticket Fields on Forms

Related products:Support
  • November 19, 2021
  • 6 replies
  • 6 views
Sam15

Feature Request Summary: 

Zendesk Support should have a feature to create ticket field groupings, or sections, on a ticket form.

This feature could incorporate stylistic elements, such as a container table, which could provide shading for fields contained in a similar group. 

This feature could also allow for a side menu, or something similar, that could show the different sections that a user could skip to.

This feature could also allow sections to be collapsable, making it easier to navigate long ticket forms.

Description/Use Cases: 

This would be a visual improvement to ticket forms in Zendesk.

Grouping fields on a ticket form could allow for a "Table of Contents" style menu to appear alongside a ticket form, especially a longer ticket form, to assist submitters with navigating fields.

Grouping fields could allow for new style elements to help visually segregate different fields on a form. Right now, ticket fields are displayed in a stream. For forms with a large amount of questions, this extends the page, and makes it difficult to scroll or to locate a specific field for review.

Business impact of limitation or missing feature:

This feature is not business critical but would improve the experience for team members submitting tickets.

Other necessary information or resources:

See reference diagram

    6 replies

    J
    • Josh13
    • February 25, 2022

    This would be a very helpful feature and would significantly improve the appearance and organization of forms. Currently, any forms that have more than a handful of fields can quickly become very busy. 

      John87
      • John87
      • April 12, 2022

      I agree, this would be very helpful.   Other products allow for sections as well as tabs, we have several integrations passing 10 values each.  Rather than scroll through a list of fields it would be much easier to click on a tab or a section that stores just that information

        O
        • Oscar19
        • June 29, 2023

        This would be super helpful!

          Robert17
          • Robert17
          • June 29, 2023

          +1 - this would be a fantastic feature and definitely make the Form experience so much stronger.

            J
            • Johnny12
            • February 2, 2024

            +1 Having this feature would be extremely beneficial, especially when dealing with forms that have numerous fields. Organizing them into sections is a much-needed improvement, and we hope to see this feature implemented soon.

            Shawna James
            • Shawna JamesCommunity Manager
            • Community Manager
            • May 16, 2024

            Hey everyone, thank you for taking the time to provide us with this product feedback. We apologize for the delay on our end in providing you with a response to the feature request.

             

            I work in managing our customer product feedback forums and have been in communication with the product team that owns this area. They noted the following: this is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

             

            If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

             

            Thank you again for your feedback and for being a valuable customer with Zendesk.

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